Skills Based Routing Freshdesk Support – effortless omnichannel service

So we are talking about…Skills Based Routing Freshdesk Support…you can use freshdesk for customer support so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you register you’re gon na get started and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can confirm your e-mail and listed below that you can see you can add your language whatever type of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be called by means of phone email social networks chat or kinds and listed below that you can add your client assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and listed below that you have your consumer satisfaction and you can see the percentage of unfavorable actions or favorable actions even neutral actions and the total responses that you have gotten on the ideal side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a good little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you wish to view if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a basic type of information tab which enables you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the services tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Skills Based Routing Freshdesk Support

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity assistance operation and your basic account settings over here you can see the development or the details of a specific team member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what kind of development you have made what turning points that you have actually reached and just how much performance each representative has you can view that from over here going back into tickets i’m going to show you how you can fix a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a particular category what kind of ticket this is you can change its status you can set its top priority and you can likewise set what kind of question it is so what kind of question it is you can also appoint a specific representative to this question so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have responded to this customer you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general getting going with us refunds and orders details presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is different but i’m just selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned forms so you’re going to click recommended options and you can see different short articles that are a pre-written answer to a customer concern and you can just place that pre-written information into your response and send it without needing to

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retype the very same kind of responses again and again so this is a very simple formula for your representatives to follow so they can quickly respond to emails so another excellent feature that freshdesk actually provides is creating groups so if you click groups in the admin area you can produce different groups for various functions so if a problem and a ticket is related to billing you can designate a group member so over here i have actually appointed myself in this group and that person could define their role and make them the leader of this kind of billing ticket besides that you can likewise designate various in the group section you can also assign different tickets to different groups and once you have actually done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the customer escalations where clients might have raised a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Skills Based Routing Freshdesk Support